IT Service Delivery Manager

4 days ago


Dallas, Texas, United States Zensar Technologies Full time
About the Role

We are seeking an experienced IT Service Delivery Manager to oversee and coordinate critical IT services, including Deskside and Service Desk functions, SCCM, Tools Management, VDI, Exchange, and Security Services.

Key Responsibilities
  • Team Leadership: Supervise and lead a team of professionals responsible for SCCM, Tools, VDI, and Security Services, providing training, mentorship, and support to team members.
  • Foster a positive and collaborative work environment within the team.
  • Drive Innovation and Transformation: Implement process improvements and identify opportunities for cost reduction within the services.
  • Service Desk Management:
    • Oversee the daily operations of the Service Desk, including call management, ticket routing, and issue resolution.
    • Monitor and improve service desk KPIs, such as response and resolution times.
  • Deskside Support Management:
    • Manage on-site technical support for end-users, including hardware and software troubleshooting.
    • Ensure timely response to on-site requests and prioritize tasks based on impact and urgency.
  • End-User Support:
    • Collaborate with end-users to understand their IT needs and issues, ensuring a high level of customer satisfaction.
  • Problem Resolution:
    • Proactively identify recurring issues and work on long-term solutions to prevent them.
  • SCCM Management:
    • Oversee the design, deployment, and maintenance of the SCCM infrastructure.
  • Tools Management:
    • Manage and maintain IT tools and applications, ensuring they are available and operational to support IT and business functions.
  • VDI (Virtual Desktop Infrastructure) Management:
    • Oversee the design, deployment, and maintenance of the VDI environment.
  • Security Services:
    • Collaborate with the IT security team to ensure security policies and practices are implemented within the services managed.
About You

You will need a Bachelor's degree in IT, Computer Science, or a related field, and proven experience in managing IT services, with a focus on SCCM, Tools, VDI, and Security.

A strong knowledge of IT service management (ITSM) and ITIL best practices, as well as excellent communication, problem-solving, and leadership skills, is required.

About Zensar Technologies

Zensar Technologies is a technology consulting and services company with 11,800+ associates in 33 global locations. We focus on conceptualizing, designing, engineering, marketing, and managing digital products and experiences for high-growth companies looking to disrupt through innovation and velocity.



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